Terms and Conditions

These Terms and Conditions apply to all purchases and use of Products via the Pandora Website and Pandora owned and operated stores in the UK. They also cover the use of My Pandora, and your use of this website uk.pandora.net/en ("Pandora Website"). You agree, by undertaking any of the above, to be bound by these Terms and Conditions and our Privacy Policy.

Pandora offers Products for sale to customers for their personal and non-commercial use only. Pandora reserves the right to not fulfil orders placed by non-consumers or individuals who fail to comply with these Terms and Conditions.

If you interact with the Pandora Website and our UK social media, you agree to comply with our User Generated Content terms. If you purchase Products using the Click & Collect delivery method, our separate Click & Collect Terms apply in addition to these Terms and Conditions. Please click here for a copy of the Click & Collect Terms. If there is any conflict between these general Terms and Conditions and any other of our terms then these general Terms and Conditions will apply.

1. Who we are

The Pandora Website is owned by, and My Pandora is operated by, Pandora A/S, a company registered in Denmark under Central Business Register number: 28505116, whose registered office is at Hovedkontor, Havneholmen 17-19, DK-1561 Copenhagen V, Denmark ("Pandora A/S").

Pandora-branded products purchased via the Pandora Website and in Pandora owned and operated stores (“Products”) will be sold to you by Pandora Jewellery UK Limited, a company registered in England and Wales under company number 06654012 whose registered address is at 33 George Street, London, W1U 3BH ("Pandora", “we”, “us”, “our”). Pandora's VAT number is GB213663917.

Pandora franchisees and multi-brand retailers and stockists have their own terms and conditions. You should refer to those if you purchase Pandora-branded goods and services from them.

2. Placing an Order

To be able to buy Products you must:

• read and accept these Terms and Conditions;
• provide your name and address, phone number, email address, payment details and other required information;
• provide an eligible delivery address in Great Britain or Northern Ireland (see below for further details);
• be legally capable of entering into binding contracts; and
• be the owner or authorised holder of a valid debit/credit card, gift card or Apple Pay account (see term 11 ’Returns and Refunds’)   for details of the payment methods accepted on the Pandora Website).

You may place an order by clicking on the "ADD TO BAG" button and proceeding to the checkout page.

At the checkout page you will be provided with an opportunity to review your order(s), read and accept these Terms and Conditions, check the total price of your order(s) and the information you have provided, and correct any input errors before confirming your order(s).

You must check and ensure that your delivery address is correct before placing your order as it may not be possible to change your address before the order is dispatched. Please see section 4 (Order Processing) below which deals with this in more detail.

The Pandora Website currently ships to all addresses within Great Britain and Northern Ireland excluding hotels, hostels, prisons, P.O. Boxes and BFPO (British Forces Post Office) addresses. We do not currently deliver to Channel Islands.

Pandora uses reasonable efforts to ensure the availability of Products you order from the Pandora Website. However, Products are made available to purchase on a "first in-first out" basis and are only available while stocks last.

3. Order Processing and Contract Formation

Once you have submitted your order(s) using the Pandora Website, Pandora will send you an email acknowledging receipt of your order(s) ("Order Receipt Confirmation") and setting out details of the ordered Product(s).

Pandora may not always be able to accept your order and Pandora may choose not to accept your order in its sole discretion. For example (without limitation) there may be pricing errors, insufficient stock, unusual orders or orders which Pandora suspects are not placed in good faith. There may also be unexpected events outside of our control meaning we may be unable to fulfil your order.

If your order is not accepted Pandora will inform you via email, and if any payment has already been taken you will be reimbursed in full for any sums paid to Pandora for that order.

After receiving your order(s), Pandora will check that the relevant Product(s) is/are in stock. A contract for the sale of Products between you and Pandora, which will be governed by these Terms and Conditions, will only be formed when Pandora emails you confirming that all or part the Product(s) is/are still available and has/have been dispatched ("Shipment Confirmation").

The contract is formed upon Pandora sending the Shipment Confirmation to you at the email address provided with your order. Please contact us if you have not received your Shipment Confirmation within 72 hours of placing your order.

A contract for the sale of Products will relate only to those Products whose dispatch has been confirmed in the Shipment Confirmation. Pandora will not be obliged to supply any other Products which may have been part of your order until the dispatch of such Products has been confirmed in a separate Shipment Confirmation.

In the Order Receipt Confirmation you will receive a copy of these Terms and Conditions, however you are encouraged to download, save and/or print a copy of your Order Receipt Confirmation and these Terms and Conditions for your records.

If you would like to amend or cancel your order before you have received your Shipment Confirmation, you must contact us as soon as possible using one of the methods set out in Term 18 (Contact Details) or as otherwise set out in the Order Receipt Confirmation. It may not be possible to amend or cancel your order, or to prevent dispatch of the Products, due to the speed with which orders are processed. If Pandora is unable to amend or cancel your order and the Products are dispatched to you, you have the option of either refusing to accept the delivery, in which case the Products will be returned to Pandora, or accepting the delivery and then returning the Products to Pandora in accordance with term 11 ‘Returns and Refunds’. Once you have received your Shipment Confirmation, it will be too late to prevent the Products from being dispatched to you. If you would like to cancel your order after this point, please see term 11 ‘Returns and Refunds’.

4. Prices, Shipping and Handling, Charges and Taxes

The price charged for a Product will be the price in effect at the time your order is placed and will be set out at checkout, Order Receipt Confirmation and in your Shipment Confirmation. All prices are payable in Great British Pound Sterling (GBP).

In the event of a pricing error, whether on the Pandora Website or in an Order Receipt Confirmation or otherwise, you accept that Pandora has the right to correct such error and charge the correct price or cancel the order. If the actual price is more than the amount shown on your Order Receipt Confirmation, Pandora will notify you of the correct price and give you the option of proceeding with the order or cancelling it. If we are unable to contact you or if we do not receive a response from you, your order will be cancelled and any amounts paid by you to Pandora for the Products will be reimbursed. If you do not want to proceed with your order your sole remedy in the event of such a pricing error is to cancel your order.

You acknowledge that even after Pandora has sent you the Shipment Confirmation, if the pricing error is obvious and could reasonably have been recognised by you as an error, then Pandora will be under no obligation to provide the relevant Product(s) to you at the incorrect price.

Prices for the Products include VAT and/or other applicable taxes but do not include charges for shipping and handling. Separate charges for shipping and handling (and their related VAT or other taxes), and any gift packaging requested, will be clearly displayed on the screen prior to the completion of your order and will be confirmed in your Order Receipt Confirmation.

Prices for Products and for shipping and handling are liable to change at any time, but changes will not normally affect orders in respect of which we have already sent you a Shipment Confirmation (save in the case of a manifest pricing error as described above).

5. Payment

Payment shall be made by one of the methods you have selected during the checkout process (being VISA, MasterCard, Maestro, PayPal, Apple Pay, Klarna, Clearpay, or Pandora gift card).

Approved credit and debit card types are listed at the Pandora Website checkout. In the event Pandora does not receive the appropriate authorisation from your card or payment service provider, Pandora reserves the right to reject your order.

For most payment methods, payment for your online order, including all applicable taxes, shipping and other charges such as any gift packaging requested, will be taken from the applicable card or payment service once Pandora has sent you the Shipment Confirmation.

Ownership of the Products will pass to you only when Pandora has received full payment in respect of your order, including all taxes, shipping and other charges. The Products will be at your risk from the time of delivery or collection (as applicable).

Clearpay

If you purchase Products from the Pandora Website using Clearpay, the first interest free instalment will be taken by Clearpay when you place your order. The remaining instalments will be taken by Clearpay in line with your contract with Clearpay.

In using Clearpay you will enter into two separate contracts. One contract will be with Pandora for the purchase of the Products and that contract will be formed when Pandora sends you the Shipment Confirmation email (see Term 3 Order Processing and Contract Formation). The other contract will be with Clearpay which will be on their own terms and conditions for their respective payment services. Pandora has no control over your contract with Clearpay.

You must be over the age of 18 and have a UK residential address and billing address to use Clearpay. You cannot use Clearpay to purchase a Pandora gift card or e-gift card, nor to use Click & Collect.

For more information about Clearpay click here.

Klarna

If you purchase Products from the Pandora Website using Klarna's pay in 3 service, your first instalment will be taken by Klarna when we send our Shipment Confirmation email. The remaining instalments will be taken by Klarna in line with your contract with Klarna. If you purchase Products from the Pandora Website using Klarna's pay in 30 days service, your payment will be taken 30 days from the date of our Shipment Confirmation email.In using Klarna you will enter into two separate contracts. One contract will be with Pandora for the purchase of the Products and that contract will be formed when Pandora sends you the Shipment Confirmation email (see Term 3 Order Processing and Contract Formation). The other contract will be with Klarna which will be on their own terms and conditions for their respective payment services. Pandora has no control over your contract with Klarna.

Klarna's Pay in 3 / Pay in 30 days are unregulated credit agreements. Borrowing more than you can afford or paying late may negatively impact your financial status and ability to obtain credit. 18+, UK residents only. Subject to status. Ts&Cs and late fees apply.

For more information about Klarna, click here.

6. Delivery

You should allow up to 3 days (excluding Sunday and bank holidays) for standard delivery and up to 1 business day for Next Day delivery (orders must be placed by 6pm, excludes Sundays and bank holidays) for in stock Products (check here for current delivery periods). Delivery of Products ordered in-store for delivery to home (which you will be offered If those Products are out of stock in store) shall be sent by standard delivery free of charge. Delivery shall in any event take place within 30 days after Pandora has sent you the Shipment Confirmation. Pandora reserves the right to substitute another carrier of equal or lesser cost to deliver your order. The delivery options described above are the only shipping options available for sales through the Pandora Website. Pandora is unable to accept any special delivery requests, which are outside the scope of these two options.

If Pandora cannot deliver your order within the period specified in your Shipment Confirmation, Pandora will notify you as soon as possible. You may choose to cancel your order, in which case Pandora will provide you with a full refund. If you choose not to cancel your order, Pandora will endeavour to deliver your order within a reasonable period.

If you unreasonably defer delivery or delay the receipt of delivery after Pandora has notified you that the carrier has tried to deliver the ordered Products to you, or if you have provided Pandora with an incorrect delivery address which results in an unsuccessful delivery, the delivery package will be returned to Pandora, your order will be cancelled and a full refund will be issued to you.

Personal messages

When purchasing Products as a gift, you may add a personal message to the recipient, which will be included with the product on delivery. You are solely responsible for any message you ask us to include. We reserve the right to refuse to deliver any message and, if so, may also cancel your order and refund your payment if, in our sole discretion, your message is or is likely to be defamatory, offensive, obscene, abusive, hateful, threatening, discriminatory, inflammatory, harmful, sexually explicit, deceptive, fraudulent, infringing of intellectual property rights or unlawful. You will not be entitled to cancel your order by virtue of our decision not to send the message.

7. Events Outside the Control of Pandora

Pandora shall not be held responsible for delay or failure to perform, if the delay or failure is caused by any act, event, non-happening, omission, accident or circumstance beyond its reasonable control including:

• civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war;
• strikes or lock-outs (or other industrial action);
• national or local states of emergency;
• interruption or failure of communication or transportation facilities;
• power or utility outages;
• non-performance by suppliers or subcontractors (other than by companies in the same group of companies as Pandora A/S);
• earthquake, fire, explosion, storm, flood, subsidence, epidemic or other natural disaster;
• impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport; and
• the acts, decrees, legislation, regulations or restrictions of any government.

In such circumstances, Pandora will notify you and take reasonable steps to minimise any delay. The time for Pandora's performance of its obligations is deemed to be extended for the period that any of the above continues. If Pandora is unable to fulfil your order because of any circumstances outside of its control, or if there is a substantial delay to our delivering your order, you may cancel your order and obtain a full refund.

8. Your account with My Pandora

Please read this Term 17‘Data Protection’ below, and our separate My Pandora terms [HP1] to ensure that you are aware of our privacy practices and your rights and obligations as a member of My Pandora.

9. Acceptable Use of the Pandora Website

The content on the Pandora Website including all jewellery design, copyright, trade marks and other intellectual property rights it contains, including the name Pandora is the sole property of Pandora or its licensors.

Pandora makes no guarantee that the Pandora Website or your My Pandora account will be error free or secure from bugs or viruses. You are responsible for your own information technology and security and you should use your own virus protection software. Please tell us immediately if your My Pandora account or payment details have been lost or stolen. If we become concerned about the security of your account we may block access and usage.

While using the Pandora Website, you must not:

• reformat or frame any portion of the web pages that are part of the Pandora Website;
• copy or modify the HTML code used to generate web pages on the Pandora Website;
• use any device, software, or procedure that interferes with the proper working of the Pandora Website, or otherwise attempt to interfere with the proper working of the Pandora Website;
• take any action that imposes, or may impose in our sole discretion, an unreasonable or disproportionately large load on our IT infrastructure;
• modify, adapt, translate or reverse engineer any portion of the Pandora Website;
• disrupt or otherwise interfere with the Pandora Website or the networks or servers Pandora uses;
• do anything illegal, fraudulent, obscene, offensive or which may harass, harm, distress or seriously inconvenience any person;
• infringe other peoples’ rights, for example, use our name, trade marks or logos without our permission or charge others for our content or services;
• impersonate any person or entity, or misrepresent your connection with a person or entity, or otherwise solicit, collect or store (or attempt to solicit, collect or store) personal information about other Pandora Website users;
• reproduce, duplicate, copy or re-sell any part of the Pandora website;
• transmit, or procure the sending of, any unsolicited or unauthorised advertising or promotional material or any other form of similar solicitation (spam); or
• knowingly transmit any data, send or upload any material that contains viruses, Trojan horses, worms, time-bombs, keystroke loggers, spyware, adware or any other harmful programs or similar computer code designed to adversely affect the operation of any computer software or hardware.

Pandora customers may contribute feedback about Pandora products on the Pandora Website, social media or through any other interactive services associated with the Pandora Websites ("Contribution"), If you do so, your Contribution must be accurate, be genuine and be legal. Your Contribution must not:

• be illegal, defamatory, violent, obscene, offensive, hateful or inflammatory;
• contain a statement which you know or believe, or have reasonable grounds for believing, that members of the public to whom the statement is, or is to be, published are likely to understand as a direct or indirect encouragement or other inducement to the commission, preparation or instigation of acts of terrorism;
• be discriminative based on race, sex, religion, nationality, disability, sexual orientation or age;
• be likely to deceive, harass, upset, embarrass, alarm, annoy or cause needless anxiety for another person;
• infringe copyright, database right or trade mark of any other person, promote or incite any person to commit or partake in an unlawful or criminal act or post any contribution that contains advertising or promotes any services or third party web links.

We will determine, in our discretion, whether a Contribution breaches these rules.

If you do not comply with any part of these Terms, or any terms or policies to which they refer to, or any applicable law, we may:

• issue you with a formal warning;
• prevent, restrict or suspend your access to the Pandora Website;
• use your personal details to phone or email you to find out more, or to share our concerns;
• immediately remove any contribution you have made to the Pandora Website or social media;
• take further legal action against you;
• to the extent that we believe it is reasonably necessary, or required by law, we may disclose information to law enforcement authorities; and
• take any other actions which we deem appropriate.

10. Compatibility, Product Information

Please take care when placing your order to ensure that the Products you purchase are compatible for your intended use. Please use the Pandora Website as your final point of reference when checking compatibility. In the event of a difference between the Pandora Website content and any other website (or any other source of information) the compatibility of Products as shown on the Pandora Website at the time of purchase will take precedence.

Images on the Pandora Website may vary depending on your device's display quality. Whilst every effort is made to reproduce images of the Products in the most accurate way possible, these images are for illustrative purposes only and your Products and their packaging may vary from those images for example, in colour, size, pattern and texture.

If the Products you have received do not correspond to the ones you have ordered, or your delivery is incomplete or damaged in transportation, please contact us without delay.

11. Returns and Refunds

Cancellations under the Consumer Contracts Regulations – online purchases only

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (“CCR”), you have a legal right to cancel your purchase from the Pandora Website during the cancellation period. The cancellation period begins on the date that the contract is formed (when Pandora sends you the Shipment Confirmation or for Click & Collect when Pandora receives full payment) and continues until the end of 14 days from when you receive/collect the Product (“Cancellation Period”). This cancellation right applies to sale and non-sale Products but does not apply to Excluded Products as set out below. Where applicable, if the Product has been dispatched to you before you cancelled the purchase, you must return the Product to Pandora within 14 days starting on the day after you cancel the order.

If you wish to cancel your purchase under the CCR, you can take advantage of the Pandora Website’s free Returns Process with valid proof of purchase. You are not obliged to follow the free Returns Process, but if you do not do so you will be solely responsible for the cost of shipping any Products back to Pandora.

If you do not wish to use the free Returns Process, you can cancel your purchase during the cancellation period, with valid proof of purchase, by:

• submitting our Contact us form; or
• contacting us using our Contact Details set out in these Terms; or
• submitting the Model Cancellation Form below to our email set out in the Contact Details in these Terms  (and, if you do so, Pandora will confirm receipt by email); or
• returning your Product to Pandora at PFS Conexus, Unit 7 Mountpark Southampton Wide Lane, Southampton, SO18 2NQ within 14 days from the day after delivery, in which case your return will be treated as your notice of cancellation; or
• returning your Products purchased from the Pandora Website (other than Click & Collect – see separate terms here) to select Pandora owned and operated stores in the UK within 14 days from the day after you receive your Products. Please use the Store Locator on the Pandora Website to confirm which stores accept refunds for Products purchased online. Your return will be treated as notice of cancellation.

When you return your Products to Pandora, please include your name, email address, order number and order date to help Pandora identify your order quickly.

If you cancel your purchase under the CCR, Pandora will refund to you the full price you paid for the Product (including all VAT and/or other taxes) together with delivery costs you have paid, although, as permitted by law, the maximum delivery costs refunded will be the cost of the standard delivery service.

Once Pandora has received and validated your returned Product, Pandora will send you an email to confirm the validation.

Any refund will be made, as soon as possible and in any event from 14 days after the day on which Pandora receives the Product back from you or, if earlier, the day on which you provide Pandora with evidence that you have sent the Product back to Pandora. If the Product was not dispatched to you, you will be refunded within 14 days after you inform Pandora of your decision to cancel the purchase.

Gift card purchases made through the Pandora Website may be cancelled at any time prior to dispatch. However, once you have received your dispatch confirmation email, it will be too late to cancel your purchase and prevent your order from being dispatched. If you would like to cancel your gift card order before you have received your dispatch confirmation email, you should contact us as per Term 18 ‘Contact Details‘. Whilst we will attempt to cancel your order prior to dispatch, this may not be possible due to the speed with which orders are processed.

Model Cancellation Form

To Pandora Jewellery UK Limited, 33 George Street, London, W1U 3BH [email protected]:

I/We* hereby give notice that I/We* cancel my/our* contract of sale of the following goods*/for the supply of the following service*,

Ordered on*/received on*

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is notified on paper):

Date:

*delete as appropriate

Returns under the Pandora enhanced cancellation policy – online and in-store

In addition to your rights under the CCR, if for any reason you are not completely satisfied with your purchase, you can return, for a refund, Products purchased from the Pandora Website, or from Pandora stores, with valid proof of purchase within 30 days of receipt of the Products. To return Pandora Website purchases, follow the free Returns Process or return the Products to select Pandora owned and operated stores in the UK. To return in-store purchases, return the Products to select Pandora owned and operated stores in the UK.

Returns of all Diamonds by Pandora/ Products must be accompanied with the certificate and hang tag.

Once Pandora has received and validated your returned Products, Pandora will send you an email to confirm the validation. Your refund will be processed within 14 days of Pandora’s email to you confirming the receipt and validation of your returned Product.

These enhanced return rights do not apply to sale Products, Excluded Products (see below), nor to Products purchased from any Pandora outlet store, from stores which do not exclusively sell Pandora Products, or from any Pandora store outside of the UK, Channel Island or Isle of Man.

These Terms and Conditions do not affect your rights in law as a consumer including your right to return products under the CCR and your right to return faulty Products under the Consumer Rights Act 2015.

 

Returning Products that are faulty or not as described

If you need to return any Product because it is faulty or not as described, but the deadline for returning the Product in this Term has expired, you must contact us as per Term 18 ‘Contact Details‘. Please see Term 12 ‘Consumer Warranty (Guarantee)’ below for more information about your rights in relation to Products that are faulty or not as described.

Gift cards may only be returned for a refund with valid proof of purchase where a gift card is not as described, damaged or defective (other than as a result of being mishandled by you or a third party). Except as expressly set out in these Terms, gift cards are non-returnable and non-refundable for any reason.

Once you have returned your Product in accordance with our instructions and your refund has been approved by Pandora, Pandora will refund in full the price of Products (including sale Products) that are faulty or not as described, together with all applicable delivery charges (including any premium paid for non-standard delivery), and any reasonable costs you incur in returning the Product.

Exchanging purchases bought from the Pandora Website

Products purchased from the Pandora Website (including sale Products) can be exchanged through the Pandora Website, in a Pandora store or through certain Pandora stockists (except Click & Collect can only be exchanged in a Pandora store) for up to 30 days from the date of purchase (or from the date of collection for Click & Collect purchases) for full priced Productsand 14 days for sale Products, but only if you wish to exchange it for the same product in a different size and only if such different size is available.

If you wish to exchange your purchase for a different product or a different style of the same product, you will need to follow our returns Process and make a new purchase.

If you are exchanging Products , please only return the Products and the jewellery box that your Products were delivered in, and do not return any other gift packaging (e.g. bag and gift note) that your order came with because we will not send you a replacement.

Please be aware that Pandora stockists have their own exchange policy which may differ to Pandora's and contact the stockist directly for details.

Exchanging purchases bought from Pandora Stores

Products purchased from Pandora stores can be exchanged in a Pandora store with valid proof of purchase within 30 days of purchase (or within 14 days for sale Products or products bought from Pandora outlet stores).

Please be aware that Pandora stockists have their own exchange policy which may differ to Pandora's and contact the stockist directly for details.

If you are exchanging Products, please only return the Products and the jewellery box that your Products were delivered in, and do not return any other gift packaging (e.g. bag and gift note) that your order came with because we will not send you a replacement.

Excluded Products and Exceptions to exchanges and refunds

The Pandora Website does not accept returns or exchanges of: (i) physical gift cards or e-gift cards; (ii) products purchased from any Pandora store, Pandora outlet store, stores which do not exclusively sell Pandora products, or any overseas Pandora store; (iii) any bespoke or personalised products (including engraved products) (“Excluded Products”).

Pandora stores do not accept returns or exchanges of: (i) Pandora gift cards or e-gift cards; (ii) products purchased from any Pandora outlet store, stores which do not exclusively sell Pandora products, or any overseas Pandora store; (iii) any bespoke or personalised products (including engraved products) (“Excluded Products”). Sale Products purchased in store can only be exchanged within 14 days of purchase, and cannot be refunded at all.

Pandora reserved the right to refuse a refund if you do not return a Product (or, if a Product sent by post fails to arrive and you are unable to provide proof of postage).

Regardless of whether Products are exchanged or a refunded, the Products must be in a new, unworn and saleable condition. We may refuse a refund or exchange where the Product is returned damaged or shows signs of use or wear, or we may reduce any refund to reflect any reduction in the value of the Products if this has been caused by your handling of it in a way which would not be permitted in a shop. If Pandora refunds the price paid before it has an opportunity to inspect the Product and later discovers you have handled it in an unacceptable way or damaged it, you must pay Pandora an appropriate amount.

Pandora will not refund any delivery costs for returns or exchanges made under our enhanced cancellation policy.

Products purchased from stores which do not exclusively sell Pandora Products, or from any Pandora store outside of the UK, Channel Island or Isle of Man, may only be returned/exchanged at the store that they were purchased from, and are also subject to the Exceptions and Exclusions above and that store’s returns and exchanges policy.

Products purchased from any Pandora outlet store cannot be refunded but can only be exchanged within 14 days of purchase at the same outlet store they were purchased from.

Returning or Exchanging Products purchased using Klarna or Clearpay

Products purchased from the Pandora Website using Klarna or Clearpay can be returned to the Pandora Website or select Pandora owned and operated stores in the UK (please check our Store Locator) with valid proof of purchase for a refund or a size exchange or to a Pandora store using one of methods set out above. Any refund due to you will be made by Klarna or Clearpay (as applicable) and will take into consideration amounts already paid by you (if any).

Returning Products purchased as part of a promotion

To return Product(s) purchased using a promotional offer, you may need to return any Product gifted to you as part of the promotion or, if part of a multi-buy offer, you may need to return the other Products purchased in the multi-buy, and at all times provide valid proof of purchase.

Method of refund payment

Any refund due to you under these Terms and Conditions will be made to your original payment method. If that returned purchase was made using mixed payment methods, the order of refund will be prioritised as follows (where applicable): points credited back to your loyalty account, then gift card, then credit card, then cash.

Returns by members of My Pandora

Refer to the remainder of this term 11 ‘Returns and Refunds’. If you return products or your order was cancelled after making a purchase, you will not earn loyalty points on that purchase, which may result in pending or accrued points being revoked and your loyalty account having a negative points balance. This may also result in your loyalty status being downgraded if those points or purchase was necessary to achieve a loyalty tier.

Any loyalty points you used to make a purchase which are then credited back shall have a new expiration date of 12 months from the date of that return.

If you used a loyalty discount voucher and return the entire purchase then a new voucher with a 30 day expiration period will be issued; but you will lose the voucher if you return only party of a purchase.

12. Consumer Warranty (Guarantee)

This guarantee gives you specific rights. It is offered as an additional benefit to your rights and remedies under law, which may vary from country to country, and nothing in this Guarantee will replace or lessen your legal rights and remedies. You can find out about your legal rights and remedies by contacting your local consumer advice service.

In particular, the Pandora Website has a legal duty to supply products that conform to the contract made with you.

Products sold by the Pandora Website include a guarantee for Products that are faulty or not as described during the periods set out below for various Product types:

• 2 years from the original date of purchase for silver jewellery, gold jewellery, 14K rose gold plated, 14k gold plated jewellery, and for gold, white gold and silver jewellery in the Diamonds by Pandora range.
• 1 year from the original date of purchase for parts of Products made of wood, leather, glass and string.

This means you can request a repair or replacement free of charge if the Products turn out to be faulty or not as described during this period. Pandora will repair your Product or replace it with a Product of identical or similar characteristics, except as set out below. Pandora may at its own discretion replace your Product under this Guarantee whether or not a repair of your original Product is possible. If Pandora chooses instead to repair your Product Pandora may do so with new or refurbished components.

You may instead request a refund or price reduction if the Product cannot be repaired or replaced at all or within a reasonable time or without inconvenience, or the cost of repair or replacement is disproportionate to the value. Refunds, if authorised, will usually be made using the same payment method originally used by you to pay for your purchase.

Please retain your Order Receipt Confirmation or, where applicable, pass it to a gift recipient as the original proof of purchase is the warranty under which this Guarantee operates. If the Order Receipt Confirmation is not available, a bank statement showing the relevant transaction will suffice. This does not affect your rights in law as a consumer.

This Guarantee does not cover normal wear and tear, or damage caused by accidents, mishandling, improper use (such as knocks, dents, crushing etc.). Repairs (or attempted repairs) to Products other than by Pandora will void this Guarantee whether or not damage has been caused by such repair or attempted repair. Wearing counterfeit charms, charms from incompatible Pandora collections or charms by other brands on your Pandora bracelet could damage the unique threading system and if such damage is caused, it will not be covered by this Guarantee.

If your Product is repaired or replaced by Pandora under this Guarantee, the new Product will benefit from the remainder of the term of this Guarantee (calculated from the date of the original purchase of the Product). The period of this Guarantee shall not be extended whether or not your Product is repaired or replaced.

13. Promotions

Additional terms apply if you participate in a Pandora promotion. For more information please read the terms and conditions of that promotion on our website.

14. Engraving

We only offer engraving on selected products. To have a product engraved, you will need to visit one of our stores which offers engraving – see here [HP4] to find those stores. To find products which it is possible to have engraved, please enquire with our staff in-store or look for products that are described as engravable on their product page on our Website.

Engraved products may not be returned or exchanged unless the product is faulty or not as described as per term 11 ‘Returns and Refunds’. Please ensure the message you request for engraving is correct as we will engrave the message as supplied. We will not be responsible to rectify, replace or compensate you for any errors, mistakes or for an incorrectly engraved Product (unless the fault was ours). We reserve the right to refuse to engrave any message that could be considered obscene or offensive, in which case your payment for the Product not yet engraved will be refunded to you.

15. Gift Cards

This term 15 applies in addition to the remainder of these Terms and Conditions to Pandora gift cards. 

Our gift cards are issued and managed by EML Payments Europe Limited ("EML") and Stored Value Solutions UK Limited (“SVS”). If you hold a card managed by EML, you agree to comply with EML's Cardholder Agreement. View its Privacy Notice here [HP5].  

Purchasing gift cards 

You may purchase physical gift cards on the Pandora Website and at any participating Pandora store in the UK except airport stores ("Participating Store"). Electronic gift cards (“e-gift cards”) are not available from a Participating Store and may only be purchased online through the Pandora Website. 

If you live in the Isle of Man or Jersey you can only buy e-gift cards and cannot purchase physical gift cards on the Pandora Website as we do not deliver there.  

After you place an order for a gift card on the Pandora Website, you will receive an email acknowledging that we have received your order. This does not mean that we have accepted your order. If we accept your order, we will confirm our acceptance by emailing you confirming that your gift card has been dispatched. Our contract with you will come into effect at that point. If we are unable to fulfil your order, for example, because physical gift cards are out of stock or because we cannot meet your delivery deadline, we will not accept your order and will inform you by email. If you have already paid for your order, we will refund your payment for the gift card in full (including any delivery charges) to the method you used to make the payment as soon as possible and within 14 days of the date of our email. 

The minimum amount that can be loaded onto gift cards is as follows: £10 for physical gift cards bought in a Participating Store; £25 for physical gift cards purchased on the Pandora Website; £25 for e-gift cards. The maximum amount that can be purchased on any gift card is £250 on the Pandora Website and £500 at a Participating Store. The maximum amount may be changed without prior notice. 

The price of gift cards includes VAT (where applicable) and excludes delivery costs. Delivery charges for physical gift cards are notified to you at checkout before you pay for your order. See our Delivery FAQ for more details. There is no delivery charge for e-gift cards. 

We will charge your payment method at the time of purchase of physical gift cards or when we dispatch e-gift cards. 

Delivery of gift cards 

E-gift cards shall be sent to the recipient's email address specified by you when you placed your order and will be sent at most 1 hour after purchase and around the same time as our dispatch confirmation email is sent to you. 

The delivery time for physical gift cards depends on the delivery address and will be advised to you at checkout. 

You are solely responsible for the accuracy of the information you provide. We have no liability to you or to the intended recipient if your order is delivered to the incorrect address unless the error arises directly from our negligence or our breach of these Terms and Conditions. We have no liability to you or to the intended recipient for the late or non-delivery of any e-gift card where that arises from an interruption to or failure of your electronic device, your internet connection or your email. 

Redeeming gift cards 

Gift cards purchased after September 10, 2024 may be used to make purchases online through the Pandora Website and at any Participating Store. Gift cards purchased before September 10, 2024 may only be used to make purchases at any Participating Store.  

Gift cards are valid for 12 months from the date of purchase, following which they expire automatically and any balance remaining upon expiry shall be lost. We have no obligation to remind or inform you of a gift card's expiry and it is your sole responsibility to ensure that any balance is used in full prior to expiry. 

A gift card expires automatically once its balance has been exhausted. A gift card cannot be topped up with additional funds. 

Gift card balances can be checked using our online Balance Checker or upon presentation of the gift card in a Participating Store. 

Gift cards may be used to pay for the whole or any part of an in-store purchase or online order. Any balance which remains due may be paid using any other payment method accepted (see Term 5). 

 
You may use up to three gift cards to pay for any single in-store purchase provided that the total purchase does not exceed £2,000.  

Physical and e-gift cards bought in the UK or on the Pandora Website cannot be used in the Republic of Ireland, on any other Pandora-branded website, and cannot be used to make purchases in currencies other than pounds sterling. Gift cards purchased outside England, Scotland, Wales, the Isle of Man and Jersey may not be used for purchases that are in pounds sterling or through the Pandora Website. 

Gift cards may not be used to purchase another gift card. Gift cards may not be exchanged for cash. No change will be given when payment is made using a gift card and any unused balance will remain on the gift card. 

Purchases of gift cards do not count towards any qualifying spend or other qualifying criteria for promotions or offers, such as any "gift with purchase" promotion. 

A balance on an e-gift card can be transferred to a physical gift card and vice versa. 
  

Pandora UK reserves the right to refuse to accept a gift card as payment if there is reasonable evidence of tampering or fraud. 

Returns and replacement 

For information about returning or exchanging a gift card itself, refer to Term 11 ‘Returns and Refunds’. 

If you return products bought with a gift card, any refund will be made in the form of a gift card. If you paid with a gift card and other payment method, any refund will first be applied to the gift card (up to the value of the amount paid by gift card in the original transaction and not more). Any refund due to you of less than £25 will be refunded with a promotional code for use online only at the Pandora Website checkout. 

If you require replacement of a gift card because it was lost, stolen or damaged, we may do so at our discretion provided you provide proof of purchase and we can verify the balance remaining, and we may charge you a fee to cover the replacement cost. 

16. Liability

To the full extent permitted by law, the total liability of Pandora and Pandora A/S shall be limited to the amount actually paid for the purchase of the applicable products plus delivery. However nothing in these Terms and Conditions affects your legal rights as a consumer. In particular, nothing in these Terms and Conditions excludes or limits in any way the liability of Pandora:
• for death or personal injury caused by Pandora's negligence;
• for fraud or fraudulent misrepresentation;
• under section 2(3) of the UK's Consumer Protection Act 1987 or for any breach of your consumer rights relating to products; or
• for any matter for which it would be illegal for Pandora to limit or exclude, or attempt to limit or exclude, liability.

Pandora warrants to you that any Product purchased from the Pandora Website is of satisfactory quality and fit for all the purposes for which products of the same kind are commonly supplied.

Pandora is not responsible for any loss or damage that is not foreseeable.

You are solely responsible for the safe keeping and security of any gift card following delivery. If your gift card is used by someone else (with or without your permission), damaged, destroyed, lost or stolen, Pandora UK shall not be liable for any loss or damage you suffer as a result except to the extent that such loss arises or Pandora UK's negligence or breach of these Terms and Conditions.

17. Data Protection

Any personal data collected and processed by Pandora and Pandora A/S is governed by their Privacy Policies here and here and will be used in accordance with data protection legislation. Please read those policies for further information on how they process personal data collected from users of the Pandora Website.

18. Contact Details

Pandora will assist you with any questions and endeavour to resolve any complaint you may have. You can contact Pandora in the following ways:

• via the contact us form on the Pandora Website;
• by email [email protected].
• by freephone* 0808 2345 431 - check opening hours here; or
• in writing to Pandora Jewellery UK Limited at Ecommerce Department, 33 George Street, London, W1U 3BH.These Terms and Conditions are only available in English.

19. General

Transferring rights and obligations to another person or organisation

These Terms and Conditions are binding on you and Pandora. It will also be binding on any person or organisation to which Pandora might transfer its rights and obligations to.

You may not transfer or otherwise dispose of your contract with Pandora, or any of your rights or obligations arising under it, without Pandora's prior written consent.

Pandora may transfer or otherwise dispose of a contract with you, or transfer any of Pandora's rights or obligations arising under it, at any time. If you have an outstanding order with Pandora at the time of any such disposal or transfer, you will be contacted by Pandora and you may cancel your outstanding order if you do not want to proceed.

Third Party Rights

Other than Pandora A/S, any person who is not a party to the contract between you and Pandora is not entitled to enforce any of its terms.

Severability

If any provision of these Terms and Conditions shall be deemed unlawful, void or for any reason unenforceable, then that provision shall be deemed severable (deleted) from these Terms and Conditions and this will not affect the validity and enforceability of any remaining provisions.

Waiver

If Pandora fails, at any time, to insist that you comply with your obligations under these Terms and Conditions, or if Pandora does not exercise any of its rights under these Terms and Conditions, this does not constitute a waiver of such rights and does not mean that you are free to ignore your obligations. Pandora can still require you to comply at a later date.

Entire Agreement

These Terms and Conditions and any document that we have referred to within them (including via hyperlink) represent the entire agreement between Pandora and you and takes precedence over any other previous agreement or representation made to you whether oral or in writing.

You acknowledge that, in entering into a contract with Pandora, you have not relied on any representation or promise given by Pandora or anyone else except as set out in these Terms and Conditions.

Governing Law and Jurisdiction

These Terms and Conditions (other than those applying to My Pandora) and your purchase of Products from Pandora shall be governed by and construed in accordance with the laws of England. Any dispute or claim arising out of or in connection with these Terms and Conditions or your purchase of Products from Pandora (including non-contractual disputes or claims) shall be subject to the non-exclusive jurisdiction of the English courts. If you are a resident of Northern Ireland, Scotland or Wales you may also bring proceedings in your local courts.

Parts of these Terms applicable to, and any dispute arising out of, your My Pandora membership shall be governed by Danish law, with the exception of Danish conflict of law provisions, however, it does not exclude rights and protections which are granted to you by governing law in your country of residence and cannot under those laws be excluded. We will contact you and obtain your acceptance for substantial revisions or amendments of those parts of these Terms and Conditions.

Variation

These Terms and Conditions may be amended, and the Pandora Website and My Pandora pages may be closed, changed or reorganised, from time to time without notice to you. It is your responsibility to check these Terms and Conditions from time to time to ensure you are aware of any changes which may have been made.

Pandora reserves the right at any time to cancel any gift card and/or suspend or permanently discontinue the gift card programme altogether if, in Pandora’s sole discretion, such action is necessary, for example, to comply with applicable law or due to circumstances beyond Pandora’s reasonable control.

Last updated: 15th of September 2023.